Tourist customer service satisfaction : an encounter approach / Francis P. Noe, Muzaffer Uysal and Vincent P. Magnini.
Material type:
TextSeries: Routledge advances in tourism ; 18.Publisher: London ; New York : Routledge, 2010Description: ix, 193 pages ; 24 cmContent type: - text
- unmediated
- volume
- 0415578043
- 9780415578042
- 910.688 22
- G155.A1 N58 2010
Contents:
Defining encounter theory -- Encountering interactive roles -- Knowing the travel customer's role -- Managing the travel situation -- Positioning the travel provider -- Appealing to the travel and provider roles -- Nuances of interpersonal interactions -- Going beyond satisfaction to loyalty -- Where do we go from here?
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
| Book | City Campus City Campus Main Collection | 910.688 NOE (Browse shelf(Opens below)) | 1 | Available | A451819B |
Browsing City Campus shelves, Shelving location: City Campus Main Collection Close shelf browser (Hides shelf browser)
| 910.688 HUG Pink tourism : holidays of gay men and lesbians / | 910.688 INT International place branding yearbook 2011 : managing reputation risk / | 910.688 MOR Marketing and managing tourism destinations / | 910.688 NOE Tourist customer service satisfaction : an encounter approach / | 910.688 PEA Tourist destinations : structure and synthesis / | 910.688 PRO Progress in tourism marketing / | 910.688 ROU The Routledge handbook of tourism marketing / |
Includes bibliographical references and index.
Defining encounter theory -- Encountering interactive roles -- Knowing the travel customer's role -- Managing the travel situation -- Positioning the travel provider -- Appealing to the travel and provider roles -- Nuances of interpersonal interactions -- Going beyond satisfaction to loyalty -- Where do we go from here?
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